LISA WHITMAN
Strabane
Summary
Versatile technical support representative with a proven track record of providing clients with easy-to-understand guidance and actionable advice. Consistently making a positive impact on customer interactions and engineering efforts for supported products. Detail-oriented and experienced in the telecommunications and customer service industries, adept at troubleshooting highly technical and complex issues with ease and patience. Known for delivering extensive tier 2 and 3 support knowledge.
Overview
27
27
years of professional experience
Work History
TECHNICAL SUPPORT REPRESENTATIVE
SurePoint Technologies Group (Acquired Cole Valley Software)
02.2022 - 03.2024
- Provided technical support for customers via phone, email and chat; responded to customer inquiries promptly and professionally
- Identified and solved technical issues with variety of diagnostic tools
- Utilized troubleshooting techniques to identify, analyze and resolve customer issues quickly
- Handled customer complaints and escalated issues according to procedures
- Diagnosed issues through process of elimination by asking probing questions
- Maintained accurate records of customer interactions and transactions; updated customer information accordingly
- Developed in-depth knowledge of products and services; educated users on product features and benefits
- Trained new employees on technical support processes and procedures; answered questions as needed
- Supported customers and colleagues with catered technical advice
- Conducted customer service recoveries using technical knowledge and business skills
- Configured and tested new hardware and software
- Collaborated with development team to provide feedback on software design, functionality and usability
- Created and maintained technical documentation
- Provided customers with overview of installation activity, site-specific information, and access to technical contacts
- Maintained detailed records of customer interactions and transactions with accurate documentation
- Installed and performed minor repairs to hardware, software and peripheral equipment, following design, and installation specifications
TECHNICAL SUPPORT SPECIALIST / QA TESTING
Cole Valley Software, Inc. (Merged With Metz Software2001)
01.2001 - 02.2022
TECHNICAL SUPPORT SPECIALIST / QA TESTING
Metz Software, Inc.
01.1997 - 01.2001
Education
Snohomish High School
06-1981
Skills
- Technical troubleshooting
- Technical support
- Product troubleshooting
- Remote support
- Application support
- Software installation
- Ticket management (Zendesk)
- Videoconferencing (Zoom)
- Product knowledge
- Analytical thinking
- Issue escalation
- Remote technical support
Timeline
TECHNICAL SUPPORT REPRESENTATIVE
SurePoint Technologies Group (Acquired Cole Valley Software)
02.2022 - 03.2024
TECHNICAL SUPPORT SPECIALIST / QA TESTING
Cole Valley Software, Inc. (Merged With Metz Software2001)
01.2001 - 02.2022
TECHNICAL SUPPORT SPECIALIST / QA TESTING
Metz Software, Inc.
01.1997 - 01.2001
Snohomish High School
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